Merchant Solutions Specialist

Title: Merchant Solutions Specialist
Location: Plot No: 4, Road GLC-04, Business Park, IBECHS (Zone-IV), Gulberg Green, Islamabad
Working Hours: 9:00 am – 5:00 pm EST (6:00pm to 2:00am PKT)
Job Nature: Permanent, Onsite, Full-time (40 hours per week)

About Us:
WellnessLiving isn’t just our name, it’s who we are. We’re the software company with a heart, placing people and community at the center of everything we do. Our diverse and inclusive culture provides our people and customers with the support, resources, and tools they need to achieve their goals—professionally and personally. From a bootstrap start-up to the fastest-growing software company for class and appointment-based businesses in North America, our commitment to excellence can be seen in all aspects of our business. Trusted by over 5,000 business owners and 15 million users worldwide, our mission is to empower businesses with a value-driven platform that is reliable, easy to use, and equipped with all the tools and services needed to manage and grow a business.
When you join WellnessLiving, you join a team that is customer-focused, community-centered, and forward-thinking and is continuously improving and innovating. We celebrate your wins, recognize your strengths, learn together, and inspire each other to reach new heights, offering a variety of benefits to help you lead happier and healthier lives.

About You:
We are a growing team of bright, ambitious individuals who are seeking like-minded candidates who can help us take our brand to the next level! We are looking for someone who can think outside of the box and isn’t afraid to push the envelope. The ideal candidate is an experienced sales professional who doesn't stray away from a challenge, thrives in a quota driven environment, and is passionate about health & fitness.
Our ideal candidate will possess the following characteristics:

• Teamwork and Collaboration — Easy to talk to, very approachable, empathetic, patient, puts others at ease, and can work well with others.
• Critical Thinking and Problem-Solving — The ability to analyze, evaluate, and strategize the best solutions when making decisions or faced with challenging situations.
• Strong Work Ethic — Hardworking, dedicated, reliable, and highly motivated with the desire and determination to exceed expectations.
• Natural Leadership Skills — Oversees processes, guides initiatives, holds themselves accountable, listens without judgment, and inspires and nurtures the growth of others to do their best work.
• Entrepreneurial Spirit and Business Mindset — Embraces innovation and continuous improvement, seeks change, and knows current industry trends, practices, and technology.
• Time Management — Uses time efficiently, focuses on top priorities, respects the time of others, and can take ownership of tasks and projects to push them along.

Responsibilities:

• Embody our brand values and uphold our reputation in the market as a positive representative of WellnessLiving. This involves understanding our brand values, leaving a positive online presence, being transparent with our customers, and focusing on a customer-centric approach.
• Maintain a collaborative and solution-oriented approach when assisting colleagues through clear communication, setting clear goals, encouraging feedback, and displaying flexibility.
• Demonstrate dedication to teamwork and problem-solving by proactively assisting colleagues in other departments with merchant processing inquiries.
• Foster a culture for continuous improvement within the organization by identifying areas of improvement within work procedures and collaborating with the leadership team to provide valuable insights and innovative ideas.
• Prioritize timely and efficient responses to merchant inquiries. You will work towards predefined Service Level Objectives, prioritizing escalated tickets and delivering exceptional support to our customers.
• Deliver exceptional customer service and maintain a seamless and consistent experience for all merchants by thoroughly investigating and providing quality responses to merchant inquiries through phone, email, and tickets.
• Handling sensitive information with the utmost care and confidentiality is crucial in this role. You will be entrusted with safeguarding all accounts, ensuring their peace of mind. This involves adhering to company policies regarding: Information Safeguards in the Information Classification Policy and Data Handling in the Acceptable Use Policy.
• Submit and manage hardware orders and returns, ensuring accurate and prompt delivery to our customers.
• Efficiently perform your duties by utilizing and adapting to platforms such as Zoho and various payment portals.
• In addition to your core responsibilities, assist Merchant Processing leadership with other tasks when required.

Skills & Qualifications:

• Previous experience in a customer service or support role, preferably in Technology, Fintech, or Financial Services.
• Experience in providing technical support or troubleshooting for software applications.
• Demonstrated experience in resolving complex issues and providing satisfactory solutions.
• Experience using customer relationship management (CRM) systems or ticketing systems for issue tracking.
• Experience using the Microsoft tool stack including Office, word, and Excel.
• Previous roles that required managing multiple tasks simultaneously.
• Experience working with payment processors and/or financial institutions.
• Coordination with internal teams and external processors for issue resolution.

Good to have:

• Experience managing the end-to-end chargeback process, from notification to resolution.
• Strong communication skills (written and verbal).
• Analytical mindset to diagnose and resolve customer issues.
• Thoroughness in investigating and resolving customer-related issues.
• Ability to work effectively in a team-oriented environment.
• Accurate and detailed documentation of customer interactions and issue resolutions.
• Familiarity with various payment methods (credit cards, e-wallets, etc.).

 What we Offer:

• Competitive salary package based on experience
• Comprehensive Group Health and Life Insurance
• Gratuity
• EOBI
• Transport facility (If place of residency is within a 20-kilometer radius of company’s address) / Fuel allowance
• Paid time off (Annual, Sick, Casual, Bereavement, Parental)
• Quarterly fun event
• Staff recognition programs
• Staff training programs
• Career progression. We have a long-standing history of promotion from within
• An enriched workplace culture that supports growth, development, and, most importantly, having fun!

Please note that those who meet the qualifications for the position will be contacted directly. We appreciate you taking the time and look forward to reviewing your application.

WellnessLiving is an equal-opportunity employer. At WellnessLiving, we are proud to embrace and celebrate differences. Employment at WellnessLiving is based purely on a candidate’s qualifications and experiences as they directly relate to professional competencies. WellnessLiving does not discriminate against any employee or potential employee because of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, family or parental status, or any other status protected by the laws and regulations in the locations where we operate. Furthermore, we will not tolerate bias or discrimination of any kind from our employees or customers. At WellnessLiving, we bring everyone together to create something incredible! We are a unique and diverse blend of leaders and action-takers, and that mindset encompasses our passion and commitment to our product and our employees.

We utilize AI to generate summaries of interview notes as part of our candidate evaluation process. This helps ensure a fair and consistent review while maintaining a human-centered hiring approach.